Contact Center Senior Support Technician

ROLE: CONTACT CENTER SENIOR SUPPORT TECHNICIAN

LOCATION - DUBLIN

RATE - € 30 AN HOUR ALL INCLUSIVE.

- Additions of new call centre agents.
- Development of design templates for new call deployments including, but not limited to, Avaya's Automatic Call Distribution configurations, call flow templates, testing checklists, etc.
- Gather requirements from business teams who want to expand current call centers or build out new call centers.
- Write call flow documentation based on these business requirements.
- Document existing call flows and maintain the repository of call flow documentation.
- Provide advice to the business teams on best practices on call flows.
- Programming of call flows, VDNs (Virtual Directory Number), Vectors, CMS (Call Management Server) reports etc.
- Escalation point for troubleshooting problem tickets for call center users.
- Create initial configuration of CMS for new deployments.
- Proactively check system health and capacity.
- Monitor stability and performance of system.
- Work alongside Tech A/C Manager to deliver system implementations and projects.
- Physical installation of contact center equipment (as and when requested by Google) like Avaya Voice Portal, Avaya CMS, etc
- Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
- Run a weekly ticket SLO report for the region and follow up with the support technicians on meeting user expectations
- Provide and record updates to Google ticketing team on all requests.
- Work within the standards provided by the Google Telephony Engineers, (eg, IP Addressing, DNS naming schemes, dial plan, feature access codes, call flows, etc.).
- Support the installation, maintenance and troubleshooting of Avaya Voice Portal IVR system
- Support the installation, maintenance and troubleshooting of CallCopy call recording system
- Support the installation, maintenance and troubleshooting of Witness and Aspect Workforce Management System